White Label eLearning

CASE EXAMPLE: Reliant Energy

Reliant Energy is a subsidiary of NRG, a Fortune 200 company that provides electricity to a large segment of Texas and surrounding states. They serve over 1.5 million residents.

Purpose: Educate and align all internal stakeholders around company CX vision

CXU designed and delivered a two-day action learning workshop to align key internal stakeholders to the company’s CX program. Many of these stakeholders had never even heard about the CX discipline or its impact. A key goal was to get participants to collaborate across team/functional boundaries and lead CX initiatives at their team levels.

They also wanted to ensure that the workshop learnings can be transferred to over 2500 employees so that there is a coherent CX map across all aspects of the company.

Solution

A two-day workshop introducing participants to the six competencies identified by the Customer Experience Professionals Association (CXPA). Their VOC vendor was also incorporated into the workshop series to provide insights on their feedback system and metrics used to gauge their performance.

A 25-minute eLearning Module for over 2500 employees, co-created by Reliant and CXU.

Outcome

A group of 17 stakeholders participated in the two-day workshop and agreed to initiate CX activities within and across their teams. The workshop led to collaboration across silos and a convergent engagement of CX practices. 2500 employees were trained in the company’s CX initiatives and reminded on how they contribute to the delivery of exemplary experiences.

Action-Learning Workshops. Engaged by doing.

CX University workshops are action-oriented, where participants learn by doing, transferring skills to the job for immediate application.

Attract and retain top talent who will develop into longterm leaders

Integrate best practices into tangible business outcomes

Empower internal advocates who are passionate about your brand

Break down problems and rebuild into customer-centered solutions

Understand Experience design and restructure iterative processes

Create the ideal organization that knows how to captivate its audience

“I am very excited and sincerely appreciate what you and CX University have helped us achieve! From the workshop to the e-learning module, we are well on our way to accomplishing our mission of helping every employee see that they play a role in driving customer loyalty.”

Purpose

Solution

A group of leaders enrolled in the 6 CXU Online Course Bundle. This allowed them to learn at their own pace and convenience. However, the team of stakeholders also asked that CXU provides a live workshop midway through the program to reinforce concepts and add new developments in the field. The project will cap with an end-of-program review in a live action learning workshop.

Outcome

The program is still underway at this writing and is expected to prepare the stakeholders to lead their teams into the future with a strong understanding of best CX practices and apply their knowledge to lead teams toward a higher level of commitment to their customers.

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CASE EXAMPLE: Konica Minolta

Konica Minolta is a large, Japanese-based organization with locations in 50 countries. They have a goal to create new value for their customers by providing products and services by “Giving Shape to Ideas,” a pledge they have for their customers.

Purpose

Leadership wanted to reach employees in a large geographic segment of the company to provide training in their new CS Approach at the White Belt level. They wanted to be able to reach their audience for training through an eLearning module narrated in English but also with an option to provide opportunities to localize their training.

Solution

In partnership with Konica Minolta, CXU co-created a 20 minute eLearning module intended to be delivered with English narrative. They also wanted to be able to localize the training through language translations. CXU provided the team with a second flexible module that could easily be translated into local languages, enabling the company to optimize their investment in training on CX.

Outcome

At this writing, the project is still underway, and the results of this global initiative will be shared as soon as more data is available.

Corporate eLearning

Work with our eLearning and Experience experts to create training modules for your team or organization.

Logistical sense. Economical sense. Offering eModules across your organization will have a lasting professional development impact. Learners tune in when it’s convenient for them, limiting time away from their main responsibilities.